Shipping & Exchanges Policy

The Muslimah Collections is owned and operated by SS Express Imports & Exports Inc.

General Policies 

  • Non-Refundable Shipping Fees: All shipping fees, including return costs, are non-refundable. 
  • Taxes: Prices on our website exclude taxes. Any applicable sales tax will be calculated at checkout and shown on the Order Summary page. 
  • International Orders: Customs fees, duties, and taxes for deliveries outside Canada are the customer’s responsibility. International shipping costs and sales taxes are also non-refundable. 

 

Refunds and Exchanges 

  • Addresses Outside of Canada
    All international orders are final sale and are not eligible for returns or exchanges. No exceptions are allowed unless an item is defective, in which case we will offer compensation or a replacement.
  • Returns: We do not process returns, only exchanges.
  • Exchanges: Accepted within 14 days of purchase for items in original condition and packaging, subject to stock availability. Customers cover shipping costs for exchanges due to reasons like size, color, or change of mind. 
  • Defective Items: If an item arrives damaged, contact Customer Support (customerservice@muslimah-collection.com) with a photo. We’ll replace it if stock is available. 
  • Final Sale Items: Sample sale items and all sales outside Canada are final, except for defective products.
  • Exclusions: Headwear
    For health and hygiene reasons, items worn directly on the head or face—such as hijabs, kufis, keffiyehs, and iqals—are final sale and not eligible for exchanges, except in cases of defects.

    STEPS FOR EXCHANGE

    1. Please send back the item(s), in the original condition with the invoice to our address. If a product is sent to our facility for an exchange, and it has defects or odors, it will be deemed ineligible for exchange and customer will have to take the product back.
    2. Please write at the back of the invoice, a note that says what you would like to exchange it for. 
    3. Based on the availability of the item that you wish to exchange with, we will email you a shipping invoice so that you can pay for the shipping cost to send it to you. (Shipping costs for exchanges are covered by customers).
    4. Once the shipping cost has been paid, we will ship out your parcel in sha Allah.

    Return Address:
    787 Warden Ave Unit 3, Scarborough, Ontario, M1L 4C2, Canada

    **Important Note:**
     We recommend using a traceable postal carrier for all returns. We cannot be responsible for packages that are not received if sent without tracking. All original shipping costs, including those for returns, are non-refundable

 

Cancelled Orders

If we cancel your order, we won’t charge you. You may see a temporary hold on your credit or debit card account associated with a canceled order. Your bank may have placed a temporary hold on that amount when your order was placed and will remove the temporary hold based on their policies and procedures. We cannot remove the temporary hold. Please contact your bank with any questions regarding any temporary hold. It is sometimes called an authorization hold and shows as pending in your account. 

We may have canceled your order because:

* exceeded our rules for quantity limits and bulk purchases.
* ⁠an item is out of stock.
* ⁠our webpage had price and other listing errors.
* ⁠our Credit and Fraud Avoidance department needs more information.
* ⁠a carrier or shipping method was unavailable.

You’ll get an email if we canceled any part of your order, or if we need more information to process your order.

 

Wrong Address

Once you’ve placed your order, we are unable to make any changes, additions or amendments. Our systems are automated and changes may cause delays or mix-ups in the preparation of your order. We highly suggest that you review your shipping details before checking out. 

The courier may charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

In the event that the incorrect address is indicated in the order and the package is delivered, we will not be liable for any replacement or refund.

If your order hasn't shipped yet we may be able to change the shipping address for you. However this is time-sensitive, so please reach out as soon as you realise and we’ll see it can still be changed. 

 

Returned to Sender

 We are sorry that this happened, and we understand that mistakes happen. 

However, we are a small non profit business and when we have to re-ship an order we end up losing money.  

We would like our customers to review and please be understanding of the following policy:

If you have made an error in entering your address, we will need to send you an invoice to cover the complete cost of re-shipping your order once it has been returned-to-sender (which may take up to 21 days) 

If this is not your preference, the other option would be to refund your order, less original cost of shipping, and postal charges that are inquired by us due to the incorrect address and restocking fees of 25%. We will only refund after the item has reached our warehouse (which may take up to 21 days depending on the location it is arriving from). 


Unfortunately, if the order was delivered to the incorrect address as supplied by the customer, then there is little we can do at that point. We have legal obligation to ship the order to the exact address requested by the purchaser.

 

Shipping Details 

  • Expedited Shipping: Typically delivered within three business days, excluding weekends. Options include two-day, next-day, or same-day delivery. 
  • Express Shipping: Usually delivered within one to two business days, but may vary by carrier. 
  • International Shipping: 
  • Delivery to the UK and Australia takes 15-30 business days and may extend to 30-45 days due to customs delays. 
  • Package tracking may have gaps of over 24 hours during transit, which is normal for longer journeys. 

 

 

Order Management 

  • Fixing Incorrect Address: as above.
  • Reshipment: We can resend the package if shipping costs are covered by you. 
  • Cancellation: If you choose to cancel, a 25% restocking fee will apply. 
  • Ready for Pickup: Orders are typically ready within 5-7 business days. During busy periods, processing may take longer.
    Pickup location:     787 Warden Ave Unit 3, Scarborough, Ontario, M1L 4C2, Canada

Orders must be picked up within 7 days of receiving the “Ready for Pickup” email, or a 20% restocking fee will apply.